Playvox
JANUARY 25, 2024
Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.
CSM Magazine
OCTOBER 15, 2018
With customer-centric success criteria in place, turn to innovative workforce. Add ‘travel time’ into schedules – in a bid to save time, managers often take. For example, they don’t factor in the travel time needed to get from the contact center floor to the training rooms.
Fonolo
MARCH 8, 2022
Managers need to account for the varying skill-sets and experience levels of their employees, as more experienced agents might be required for higher call volume times. Most call center software providers let you test out WFM software before you purchase it. Intraday Management? Shift scheduling systems.
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